IT Operations & Support Officer

ABOUT THE POSITION

The IT Operation and Support Officer provides first-line and second-line operational IT support across end-user computing, enterprise applications, collaboration technologies, identity and access management, IT assets, and campus technology services. The role is responsible for incident resolution, service request fulfilment, operational monitoring, user enablement, and technology support while working closely with Infrastructure Engineers, Application Owners, and external vendors to ensure reliable and high-quality IT services.

KEY RESPONSIBILITIES

1. IT Operations & Infrastructure Support

Infrastructure Monitoring & Operational Support

• Monitor the health, availability, and performance of campus IT services, including network connectivity, wireless services, endpoint devices, Microsoft 365 services, and other supported platforms.

• Perform routine operational checks and preventive maintenance activities following established procedures.

• Assist with infrastructure maintenance, upgrades, patching activities, and service deployments under the guidance of Infrastructure Engineers or vendors.

Incident & Problem Management

• Investigate, troubleshoot, and resolve infrastructure-related incidents and service requests in accordance with agreed SLAs.

• Escalate complex issues to senior engineers, vendors, or service providers when required.

• Participate in root-cause analysis and contribute to continuous service improvement initiatives.

Security & Compliance

• Follow established cybersecurity policies and procedures when providing IT support services.

• Support identity and access management (IAM), endpoint protection, and security awareness initiatives.

• Maintain accurate technical documentation, operational procedures, and asset records.

2. IT Asset & Device Management

Asset Lifecycle Management

• Coordinate the lifecycle management of IT assets, including procurement requests, inventory, deployment, reassignment, maintenance, warranty management, and retirement.

• Maintain accurate records of hardware, software licenses, and technology inventories.

Endpoint & Mobility Management

• Provision, configure, and support Windows, macOS, and mobile devices using endpoint management platforms such as Microsoft Intune.

• Perform hardware diagnostics, repairs, upgrades, and warranty coordination.

Vendor Coordination

• Coordinate with vendors and suppliers regarding procurement, maintenance contracts, warranty claims, and repair services.

• Support technology evaluations and procurement recommendations.

3. IT Service Desk & Application Support

End-User Support

• Serve as a primary point of contact for faculty, staff, and students for IT-related issues and requests.

• Provide basic support for classroom, meeting room, and event technologies, including audio-visual equipment, presentation systems, and hybrid meeting setups.

• Provide first-line support for application-related incidents, service requests, access management, and user enquiries related to Microsoft 365, Salesforce, SAP, eContract and other administrative applications.

• Escalate application defects, configuration issues, integration issues, and complex technical problems to application owners, vendors, or higher-level support teams.

• Troubleshoot and resolve issues relating to: Windows/macOS; Microsoft 365; Entra ID; Network & Wi-Fi; Teams & Zoom; Printing.

Service Management

• Log, categorize, prioritize, and track incidents, service requests, and standard changes through the University‘s ITSM platform (Salesforce).

• Ensure tickets are tracked, prioritized, documented, and resolved within SLA targets.

• Contribute to service reporting and KPI analysis, including ticket volumes, SLA compliance, customer satisfaction, and operational trends.

User Enablement & Self-Service

• Develop and maintain user guides, FAQs, and self-service knowledge articles.

• Promote digital adoption and improve service efficiency through automation and AI-assisted support capabilities.

Service Improvement & Knowledge Management

• Maintain support documentation, troubleshooting guides, and knowledge base content.

• Identify recurring issues and recommend improvements to support processes, user training materials, and self-service resources.

• Identify opportunities to improve service efficiency through automation, AI-assisted support tools, and Microsoft Power Platform solutions.

4. Communication & Stakeholder Engagement

• Draft and publish IT service announcements, maintenance notifications, security advisories, and emergency communications.

• Communicate service status, incident progress, and resolution updates to users in a timely and professional manner.

• Support user training, onboarding activities, and technology awareness initiatives.

• Maintain knowledge-base and intranet content to ensure information remains accurate and up to date.

• Foster positive relationships with faculty, staff, students, vendors, and technology partners.

EDUCATION AND EXPERIENCE

• Bachelo

Yêu cầu công việc

EDUCATION AND EXPERIENCE

• Bachelor‘s degree in Information Technology, Computer Science, System Engineering or a related field

• Minimum 2 years of experience in a similar IT support/helpdesk role

• Relevant certifications preferred: CompTIA A+/Network+, Microsoft Certified: Endpoint Administrator Associate, CCNA, or ITIL Foundation

KNOWLEDGE, SKILLS AND ABILITIES

• Strong written and verbal communication in both Vietnamese and English (minimum IELTS 5.5 or equivalent)

• Practical experience using an ITSM/ticketing platform (e.g., Salesforce, ServiceNow, Zendesk, Jira Service Management)

• Basic cybersecurity awareness and good judgment in handling sensitive access/data

• Strong customer service orientation, ownership mindset, and result focus

• Adaptable, proactive, and willing to learn new technologies to improve service quality

• Ability to prioritise multiple incidents and competing requests in a fast-paced environment.

• Strong analytical and troubleshooting skills with attention to detail.

• Ability to work independently while collaborating effectively within a multidisciplinary IT team.

• Broad technical proficiency across a mixed-device environment: Windows, macOS, mobile (iOS/Android); printing/copier services; LAN/Wi-Fi; IP telephony; video conferencing (Teams, Zoom); Active Directory/Entra ID; Microsoft 365 (Exchange Online, SharePoint, Teams)

Quyền lợi

• Khác: The salary and benefits are competitive and commensurate with qualifications and experience.